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Benchmarking help


We are a training and development team within a Local Authority for all Customer Service Contact Centre and Front facing staff. We are in the process of setting up a suite of credible,industry benchmarks for a range of contact centre KPI's. We would be very grateful if anyone in a similar field would be willing to answer the following questions:
Your trainers
1.Who delivers the training, what is their role and are they solely responsible for training?

2.What is the ratio of trainers to Agents/CSA’s?

Your department
3.What is the size of your contact centre?
Face to face –
Telephone –

4.Do you have a training budget?
Is it separate from your departmental budget?
How much is allocated to training?

Your training
5.How many skill groups/courses are run?

6.How many new starters do you have per annum?

7.How long is your induction training for new starters?
What topics does this training cover?

8.What different methods of training do you adopt to meet the different learning styles?

Your evaluation process
9.How do you evaluate your trainers’ performance?

10.How do you measure the success of the learner or whether the learning has actually taken place?

11.Do you undertake call quality monitoring?
If yes, how many do you aim to complete in a month/quarter/year?

12.What on-going support is available to Agents/CSA’s after they go solo?

Thank you so much
Miss C Wiltshire

Cherilee Wiltshire


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